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This past weekend I did a chat with "Annie P", and she went through the canned list & rebooted the cable box and satellites, even though I had already done it and told her so. Then she said she would elevate the issue and someone would call me "within 5 minutes"--which I didn't believe, but was hopeful. Well, no one called, and here is is several days later and still no call, and no onscreen caller ID. This problem happened a year ago, and once before that also. What is the issue? Can it be fixed?
Try calling Cox again instead of the Chat. I think the Chat is hosted in another country but don't quote me on that. Ask them to "remove and then add back on the cable occurrence from the box". This should should get it to reload the phone part it needs to get Caller ID to work. They may have to send a reset signal to the back after. Once that is done, make sure the reset process didn't turn Called ID off, wait a little bit for your TV guide data to load, and then try calling yourself.
I appreciate the help. I called, and the rep knew what that was, and did it. Rebooted the boxes after. Still no joy. She transferred me to customer advocacy for help but he said it might take an hour for her update to kick in. Said I should call back tomorrow. Will do, and I'll let you know what happens...
No, shouldn't take a hour. Surprised CAG said that. They should know better. Did they mention if they looked at your box with their signal tool?I believe it is called "Home Certification. They need to look at your Upstream or OOB. Also, do things like the guide and OnDemand work without problem? I ask because that also uses the upstream.
If it doesn't work after re-provisioning the cable box, then either the cable box isn't provisioning correctly in the system or there something wrong at the Telephone switch level. Do you have more then one cable box? If so, does TV caller ID work there?
Well, of course the onscreen caller ID still is not working this morning. The guide and on demand are working fine on all three TVs. I have one Contour Record 6 box with two satellite boxes. Caller ID does not work on any of them. Before transferring me to CAG, the CSR did mention that she could not see the satellite boxes on her end. She had me reboot the boxes again. When she sent the reboot signal herself subsequent to that all three boxes did reboot. No mention of home certification or their signal tool other than to say she couldn't see my satellites.